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                     <h1>Complaints Procedure</h1>
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                  <header>
                     <h2>1.   Introduction</h2>
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                  <content>
                     <p>
                       Reclaim Specialists is committed to meeting the highest standards in the delivery of the services that we provide to our clients.  We take any problems or dissatisfaction that our clients feel very seriously and aim to ensure that any complaints that clients may have are quickly identified and dealt with thoroughly and expeditiously in accordance with our complaints procedure.        
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                     <h2>2.   How do I make my complaint?</h2>
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                       We hope that most complaints can be dealt with informally.  Where we cannot reach an informal resolution or where it is not appropriate to resolve the complaint informally, the process set out in section 3 below will apply.    
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                     <p>If you wish to raise a formal complaint, you can register it with the Managing Director. To do so, please contact him in one of the following ways:</p>
                       <ul class="lower-alpha">
                           <li>By post to our address;</li>
                           <li>By email to Complaints@reclaimspecialists.co.uk ; or</li>
                           <li>By telephone on [NUMBER].</li>
                        </ul>
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                        To allow us to investigate your complaint quickly, please mark all correspondence with your reference number, or have it to hand when calling us.  If you wish to make a complaint, please do so as soon as possible as we may not be able to consider a complaint made more than 6 months after you become aware of the complaint.  
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                     <h2>3.   The complaints process</h2>
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                        Every complaint is acknowledged within 5 working days in writing (which will be by email unless you have not provided an email address).  We will log the complaint centrally so that we can monitor its progress and how it is being handled.  Rest assured that the details of your complaint remain confidential.  
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                       In the acknowledgment, you will be informed of: (a) who is handling your claim, (b) what action is being taken; and (c) we will also include a copy of this Complaints Procedure for your ease of reference.
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                        The next stage is to investigate the complaint.  We may ask you or any other relevant party for additional information in order to assist our investigation of your complaint.   
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                        We aim to respond to your complaint with 28 days of the date of our acknowledgment to you.  If that will not be possible, we will write to you to let you know that there has been a delay and advise you when you can expect to receive a full response. 
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                        If we cannot provide a response within 8 weeks of receiving your complaint, we will write to you and let you know why we are not in a position to make a final response and indicate when we will be able to do so.  If you are dissatisfied with the delay or how the complaint is being handled at this stage, you can refer the handling of the complaint to the Claims Management Regulator, please refer to section 5 below for more details.  We will also provide you with full details of how to contact the Claims Management Regulator when we write to you. 
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                        Wherever possible, we will use reasonable efforts to ensure that your complaint is investigated by someone with no prior involvement in the matter.  
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               <a href="PPI.php"><p>MIS -SOLD PPI?</p></a>
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               <a href="Endowments.php"><p>MIS -SOLD Endowments?</p></a>
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                     ‘Reclaim Specialists’ is a trading name of Duma Solutions Limited. Registered Office: 44 Whitchurch Gardens, Edgware, Middlsex, HA8 6PD. Registered in England and Wales; Company Registration No: 07801840. Duma Solutions Limited is regulated by the Claims Management Regulator in respect of regulated claims management activities. Authorisation Number: CRM30988. <span style="text-decoration:underline;">Registration record is here.</span> Duma Solutions Limited are registered with the Information Commissioner under the Data Protection Act 1998.Registration number Z3294120.
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